Managed a large customer research effort for Staples’ office supply delivery service. Research included contextual inquiries at customers’ workplaces in Boston and Los Angeles, focus groups in those cities, and visioning sessions with key internal stakeholders. The team documented the various stages of the delivery process, from ordering via catalog and website to delivery and invoicing, through customers’ eyes. Project culminated in a multi-media presentation incorporating actionable findings, customer quotes, video clips and photos. Staples used the results to improve their delivery service. A case study was published in Understanding Your Users: A Practical Guide to User Requirements by Courage and Baxter (Morgan Kaufmann, 2005).